b+s Connects for Oracle Service Cloud

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Agents can serve customers through a streamlined Omni-Channel & CTI gadget integrating Oracle Service Cloud and Cisco Unified Contact Center (CCE & CCX).

Ensure agents are responsive and effective by placing interaction control inside of the Oracle Service Cloud. The gadget streamlines contact handling by providing quick access to agent tools, which improves efficiency and alleviates the need to tab constantly between multiple windows.

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What our gadget looks like

Inbound Call with Screen Pop
Inbound Call with Screen Pop
Click-to-Dial from Record
Click-to-Dial from Record
Consultation Call
Consultation Call
Handle Email Interactions
Handle Email Interactions
Handle Chat Interactions
Handle Chat Interactions

Feature Set

  • Agent voice state control 
  • Call control 
  • Direct / consultative transfer & conference with call attached data for screen pops
  • Call detail logged inside of the Oracle Service Cloud
  • Auto wrap-up and wrap-up with reason
  • Click to dial phone numbers in CRM records
  • Real-time agent state
  • Support for Cisco Outbound Option
  • Support for Cisco Mobile Agent
  • Agent chat and email state control 
  • Utilize Cisco’s Contact Center to route email and web chats
  • Unified multichannel Cisco reporting
  • Email and chat interaction control
  • Chat transcripts are stored in the Oracle Service Cloud

Resources

Fact Sheets

White Paper

Demo Video

Demo - Oracle Service Cloud
b+s Connects Commercial
 
 

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